You can set up workflows to trigger internal notifications based on message delivery statuses e.g. when a message fails to send - helping your team stay informed and take any necessary follow-up actions.
In-app notification workflow
To set up a workflow to trigger internal notifications based on message statuses:
- From the workflow builder, open the Trigger workflow section.
- Click on Met filter criteria if it's a new workflow, or When filter criteria is met if it's an existing workflow.
- In the Eligible records segment, select Contact.
- In the Add criteria segment, scroll down to Integration filters and click Sinch SMS & MMS.
- In the search bar, search 'sent' to filter for received message triggers.
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From the list, select Sinch SMS & MMS: SMS Sent properties as the criteria for SMS, select Sinch SMS & MMS: MMS Sent properties for MMS, or Sinch SMS & MMS: WhatsApp Message Sent properties for WhatsApp.
- From the properties drop-down list, select Delivery Status.
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Configure the filter parameters to is equal to any of, then enter the status of failed to reflect a failed message. You can also use other message statuses if relevant.
- Click Next.
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For the Re-enroll setting, turn on the option to Allow contacts to re-enroll after completing the workflow and make sure both options are checked. This will ensure that contacts will go through your workflow every time a message fails for them, as opposed to just once.
- When you're ready, click Save and continue.
- To set up the HubSpot in-app notification, click on the + icon to add an action and set it as Send in-app notification (under Communications).
- Configure the notification action as follows:
- Recipients - You can determine who in your organisation receives these notifications e.g. under Send to existing owners, select Contact owner (this can be any HubSpot user or Salesforce integration user, and can be set manually or via workflows).
- Notification type - Select Desktop or Mobile app (whichever is most suitable).
- Subject - Enter a relevant subject e.g. "Message Delivery Failed".
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Body - Create a relevant notification message e.g. "Message has failed to send to..." and then add merge fields such as First Name and Last Name. The Mobile Phone Number merge field is also useful to identify which number it failed to send to.
- Click Save.
- When you're ready, click Review and Publish.
- Select the No, only enroll contacts who meet the trigger criteria after turning the workflow on option if you want the enrolment to only apply to contacts who meet the trigger criteria e.g. contacts who have sent an SMS to you.
- In the Re-enrol section, click Edit and set re-enrolment to allow contacts who meet the trigger criteria to re-enrol after yesterday’s date.
- Turn the workflow on to receive inbound notification messages via the notification bell in HubSpot.